Re: OT: The case of the disappearing BMC sales rep

[jham36]

I have had the problem with the disappearing sales rep for about 12
years.  Through Remedy Corp, Peregrine, and BMC.  I am usually able to
locate the current one in a few days by starting with a support call.

On Aug 4, 10:23 pm, Tim Richardson  wrote:
> Hi Shawn,
>
> I do understand what you mean; but fortunately, the BMC sales rep over my 
> current clients is outstanding.  I've also had great support on my past few 
> accounts...so I think it may be a case-by-case answer.
>
> If you can connect with whom your account's replacement is; they'll probably 
> get you the service and attention you're missing.
>
> Let me know how it goes.
>
> Tim
>
> --- On Tue, 8/4/09, Pierson, Shawn  wrote:
>
> From: Pierson, Shawn 
> Subject: OT:  The case of the disappearing BMC sales rep
> To: arsl...@arslist.org
> Date: Tuesday, August 4, 2009, 11:06 AM
>
> **
>
> #yiv1754961124 .EmailQuote 
> {margin-left:1pt;padding-left:4pt;border-left:#80 2px solid;}
>
> Good morning,
>  
> After a few weeks of struggling to get in contact with someone (I escalated 
> this to upper I.T. management to see if they would fare any better) today we 
> discovered that our BMC sales rep is no longer with the company.  Nobody 
> notified us, his emails just
> bounced back, his phone numbers gave errors, and there was no indication that 
> we no longer had a sales rep.
>  
> Is this a common occurrence with BMC now?  Based on the difficulties we’ve 
> had dealing with BMC both from the training side, the support side and now 
> from the sales side, I’m wondering what the future is of the company.  I 
> haven’t heard any rumors of either
> BMC being looked at for a purchase by a larger company or of BMC looking to 
> sell off Remedy, but they don’t seem to be acting like a company that seeks 
> to grow their software sales or maintain existing customers. 
>  
> Is my company the only one having these types of issues or is this a 
> widespread problem?
>  
> Oh, and a P.S. – Despite these problems, some vendors are even worse.  There 
> is another application I support where the tickets are closed out without the 
> vendor ever even responding to me, and where it appears they lost any record 
> of us paying them for
> support.  I know there is much worse than what BMC is doing right now, but 
> the Remedy suite is my bread and butter and I want to see it grow rather than 
> decline due to bad corporate decisions.
>  
> Thanks,
>  
> Shawn Pierson
> Remedy Developer | Southern Union
>  
>  
>  
>
> Private and confidential as detailed here.  If you cannot access hyperlink, 
> please e-mail sender.
>
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Re: Weird SLM 7.1 Issue

[Jiri Pospisil]

++
Please Read The Disclaimer At The Bottom Of This Email
++

Hi,

I believe we had the same problem and the solution was to disable some filters. 
They were meant to be disabled by the install, but it did not happen.
Support gave us the list of filters to disable. Apparently the issue is 
recorded under defect SW00293753 and there is a knowledge base article about 
this issue under ID 2784

Hope this helps (list of filters below)

Jiri Pospisil

IT Services: COTS Tools
LCH.Clearnet

> SLM:EventSchedule:Push Event Id To App Form`!
> SLM:ConfigDataSource:MeasReqActionStartExcludeSVIOverallStartTime`!
> SLM:ConfigDataSource:MeasReqActionStartExcludeSVIRefEndGoalforReqBasedSVTs`!
> SLM:ConfigDataSource:MeasReqActionStartExcludeSVIRefTimeGoalforReqBasedSVTs`!
> SLM:ConfigDataSource:MeasReqActionStartExcludeSVIStartTimeforReqBasedSVTs`!
> SLM:Notifier:ExpandBCCNamesReplace
> SLM:Notifier:ExpandBCCNamesSearch
> SLM:Notifier:ExpandCCNamesReplace
> SLM:Notifier:ExpandCCNamesSearch
> SLM:Notifier:ExpandNamesAndNotify
> SLM:Notifier:ExpandToNamesReplace
> SLM:Notifier:ExpandToNamesSearch
> SLM:Notifier:IfBCCIsNull
> SLM:Notifier:IfCCIsNull
> SLM:Notifier:IfSubjectIsNull
> SLM:Notifier:ResetOwnerListToNull
> SLM:Notifier:SetExpirationMessage
> SLM:Notifier:SetRenewalMessage


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: 04 August 2009 21:26
To: arslist@ARSLIST.ORG
Subject: Weird SLM 7.1 Issue

**
Has anyone ever seen SLM freak out and send two notifications with different 
"From:" addresses?  I upgraded from the most recent version of SLM 7.0 to 7.1 
and ran into this (even after installing the patch.)

Basically what is happening is that for a single SLM notification, the filter 
(which I verified that there is only one and that it is set up correctly) sends 
a valid email with:
From:  arsys...@xyz.com
To:  managem...@xyz.com

The problem is that right afterwards, another notification is created with the 
following:
From:  managem...@xyz.com
To:  managem...@xyz.com

I've never encountered this before and it only happened after the upgrade to 
7.1, which was successful.  I also encounter this problem when I create new 
OLAs, not just the pre-existing one.  Has anyone encountered this before?  If 
so, what solved it for you?

Thanks,

Shawn Pierson
Remedy Developer | Southern Union



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AUTO: Hornsby, Tambre L is out of the office. (returning 08/10/2009)

[Tambre L Hornsby/AC/VCU]

I am out of the office until 08/10/2009.

I will be out of the Office starting 08/06/2009 at 4:00 pm and will return
08/10/2009 AT 7:00 am.   If you need immediate attention please call the
VCU Help Desk at 804-828-2227.  I will respond to your message when I
return.


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Date Time Conversion Issue in Remedy

[John Baker]

Hello,

It was a small configuration issue with the XML Gateway, I think.  Converting 
dates to strings and back to numerics is always problematic.  I hadn't 
noticed the arslist post given I got a support mail directly.  Thanks for 
your thoughts :)


John

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Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use?

[Coleman, Gavin]

Hi Rabi - I've seen memory jumps on arserverd. We had an issue with (I think) 
patch 21 on ARS 6.3. We were in the process of moving from Unix to Windows 
environments. As part of the testing that went with this, we saw memory jumping 
and staying used. We eventually tied it down to an error in one of the Business 
Time functions. Using a tool called spotlight and logging via individual 
threads, we could see which user was causing the problem. We could then look at 
the log files and see what was trying to run. As a result of this, we rolled 
back to patch 18 and reported the bug to BMC. After much disbelief (surely 
not), BMC finally admitted that there was an error. This was corrected for 
Patch 24.

I think I mentioned this in more detail in a previous post to the arslist. It 
might be worth looking for that for further information.

Thanks,

Gavin Coleman
Senior Analyst/Programmer 
Computacenter (UK) Ltd
Services & Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: gavin.cole...@computacenter.com
W: www.computacenter.com 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi
Sent: 06 August 2009 15:57
To: arslist@ARSLIST.ORG
Subject: Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use?

Thanks for the tip Shyam.

It turns out that after arserverd was started last Dec, within a number of 
days, it started consuming 2.5 GB in this machine with 2 GB of physical RAM  
and that's where it stayed for almost 8 months. Apparently, users either didn't 
have issues, or they didn't make noise because they didn't think much could be 
done...until very recently.

After recent freezes and slowdowns around peak times at random weekdays, which 
would self-correct in less than half hour, I had the machine rebooted. 
arserderd started at 500MB and in a few jumps over a few days, is at 2.5 GB 
again.

So in a way, this is "normal". For ARS 6.3/HelpDesk 5 app with no more than 50 
peak  users, I tend to think this is excessive.

Recently, there have been no slowdowns that have been reported to me. I see big 
spikes in network traffic coming to arserverd box at times, but users haven't 
complained. At least a few times the spikes in inbound network traffic in ars 
box coincides with spike in outbound network traffic in the database box. I 
suspect that a bad query gets to AR Server that causes large number of records 
to be retrieved from the database. Trying to pin point the user/query/operation 
that's behaving badly.

My guess about the prior freezes is that the machine and arserverd were due for 
a recycle. Combine that with my bad query theory and it's possible that a 
threshold was reached in 8 months beyond which the bad query wasn't harmless 
any more.

I have a few suspect queries. I will share any findings.

Rick, thanks for the tip on Vista. Something the helpdesk should know.


--- On Wed, 7/22/09, Shyam Attavar  wrote:

> From: Shyam Attavar 
> Subject: Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use?
> To: arslist@ARSLIST.ORG
> Date: Wednesday, July 22, 2009, 2:55 PM
> Rabi,
> 
> Are there any batch processes running that maybe bumping
> the arserver memory
> every night? If there are batch processes, are these also
> using the 6.3
> version of the API? 
> 
> Just something to think about...
> 
> We had a situation where we had to change an integration
> component (from
> another application to Remedy) which was built using a
> different version of
> the API relative to the version of the AR Server we were
> running. Once we
> brought them to the same version of the API as the AR
> Server, this was no
> longer an issue...
> 
> But I would recommend that you plan for an upgrade at the
> earliest, since
> 6.3 is probably ending it support sometime soon.
> 
> Cheers,
> --
> Shyam
> 
> 
> "Rabi Tripathi" 
> wrote in message
> news:<580837.10776...@web65403.mail.ac4.yahoo.com>...
> > Shyam,
> > Upgrade is on the list, but not right away. I am
> considering going to the
> highest patch for 6.3, patch 25. 
> > 
> > Different question: does anybody have Remedy user 6.3
> (patch 20) running
> in Windows vista against ARS 6.3 patch 20? In Solaris?
> > 
> > Another question: What is the first version of Remedy
> User that supports
> Vista? And is anybody using it against 6.3 server? 
> > 
> > 
> > Fun stuff:
> > I just found out that our helpdesk switched from
> Windows XP to Vista
> roughly around the time the issue started. They hacked the
> installer to have
> it install on Vista. I had no clue. So one theory is that a
> memory leak in
> arserverd was triggered by 6.3 clients running in Vista
> instead of Windows
> XP?? Sounds weird, but I don't know how else to explain it.
> Solaris patches
> were applied on the server, but I am still trying to find
> out details.
> > 
> > And this just in: 
> > arserverd is now using 1.2 GB of memory, up from 0.540

AUTO: Paul Thill (returning 08/20/2009)

[Paul Thill]

I am out of the office until 08/20/2009.

Please email  taps.request.mail...@metavante.com



Note: This is an automated response to your message  "arslist Digest - 5
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Re: Checking $USER$

[Tanner, Doug]

Is your database case insensitive?

Doug

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Thursday, August 06, 2009 8:48 AM
To: arslist@ARSLIST.ORG
Subject: FW: Checking $USER$

 

** 

 

I need to know if the $USER$ is in upper or lower case, so in my Active
Link I put in the Run If field:

 

$USER$ LIKE "[A-Z]%"

 

But my actions run no matter if the $USER$ is in lower case or upper
case(I only want it to run if the User is in uppercase)

 

Not sure why this is doing this...

 

Lisa Kemes 

AR System Developer

Tyco Electronics

717-810-2408 tel

717-810-2124 fax

lisa.ke...@tycoelectronics.com

 

 

 

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Re: Robert Morrison is out of the office.

[Darrell Reading]

Never!  One could have always pulled the power cord... :P 


Darrell Reading Systems Engineer
Phone 479.204.5739
dere...@wal-mart.com

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Nichols, Wesley D CTR USAF AFMC 72 
CS/SCBAF
Sent: Thursday, July 09, 2009 13:19
To: arslist@ARSLIST.ORG
Subject: Re: Robert Morrison is out of the office.

Maybe the e-mail administrator caught on before it got into an infinite 
loop 

But that could never happen... Huh Darrell?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David
Sent: Thursday, July 09, 2009 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Robert Morrison is out of the office.

It appears that we were wrong.
--Original Message--
From: Darrell Reading
To: Arslist
ReplyTo: Arslist
Subject: Re: Robert Morrison is out of the office.
Sent: Jul 9, 2009 1:04 PM

** Yes indeed!    Darrell Reading Systems Engineer Phone 479.204.5739 
dere...@wal-mart.com
Wal-Mart Stores, Inc. 805 Moberly Lane, MS-0560-68 Bentonville, AR 72716 Save 
Money. Live Better
  From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Thursday, July 
09, 2009 12:00 To: arslist@ARSLIST.ORG Subject: Re: Robert Morrison is out of 
the office. ** It appears that we will be getting an out of office email from 
Robert Morrison each time some one sends to the list.   Dave From: Action 
Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf 
Of Darrell Reading Sent: Thursday, July 09, 2009 12:33 PM To: 
arslist@ARSLIST.ORG Subject: Re: Robert Morrison is out of the office. ** 
There's those horns on a pig.   Darrell Reading Systems Engineer Phone 
479.204.5739 dere...@wal-mart.com
Wal-Mart Stores, Inc. 805 Moberly Lane, MS-0560-68 Bentonville, AR 72716 Save 
Money. Live Better
  From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rob Morrison Sent: Thursday, July 09, 
2009 11:21 To: arslist@ARSLIST.ORG Subject: Robert Morrison is out of the 
office. ** I will be out of the office starting 09/07/2009 and will not return 
until 13/07/2009.I will respond to your message when I return. Please Contact 
the Enterprise Systems Management Mailbox with urgent Queries.E-Mail address: 
enterprise.s.managem...@aib.ielotus Notes: Enterprise System 
Management/IR/AIBAlimail: IRNOTES.ENTERMAN
Dave
-
dave.shell...@tycoelectronics.com
(Wireless)

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ardbc connectivity with iDashboards

[Reiser, John J]

Hello Listers,

ARS 7.1 Patch4
MS SQL 2005 (Remote)
MS Server 2003 Ent (VM)

First, thanks for the WSDL help. We are able to retrieve data from a
form.

One part of the project is utilizing a product called iDashboards.  The
developer needs to make an ODBC connection to the DB. I do not care for
the idea of a remote application connecting directly to the SQL Server
table. I would rather the connection be through the API and ARDBC so
that the link will be read only.

Is this a good idea or should I just let the application query the
backend DB directly?
Thanks,
--- 
John J. Reiser 
Senior Software Development Analyst 
Remedy Administrator/Developer 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 

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Re: Handle the error, but still cancel the transaction

[LJ Longwing]

That's actually the approach I took.  It's a bit complicated...but Push to
Form 1 causes Push to Form 2 that does a Run Process that pushes back to
Form 1 (yes, it's necessary).  That final push back to Form 1 can cause
errors.  I tried to do an error handler on the filters that fire on modify
of Form 1 to capture the errors and silently log them, but alas, because I
was handling the error silently it wasn't causing a rollback, so Remedy was
trying to update 'Last Mod By' fields on records that weren't created which
was throwing 'entry does not exist' errors back to my script which was
causing a rollback anyway, and my error handling ended up not doing
anything...so I do my error handling in the script that's called in Push 2,
the script causes another 'push' to happen to update the record I need with
the error and it's all working the way I need, so thanks for the suggestion
:)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Thursday, August 06, 2009 7:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Handle the error, but still cancel the transaction

LJ,

There are a few actions that will not be "rolled back". Unfortunately they
are not as trivial to setup as a Push action. :(

I would suggest this approach...

Create a DB table of your own. Keep it simple and focused with just a few
columns.
Message number (integer column) AKA: $FILTER-ERRNO $ ) MessageText (varchar
[or the like] AKA: $FILTER-ERRMSG $ ) MessageTextAppended (varchar [or the
like] AKA: $FILTER-ERRAPPENDMSG $ )

Then I would have the error handler do a non-phased SQL action to insert a
row into the DB table. Last throw the ARS Error to role back the ARS event
as much as it can.

Another approach would be to use a non-phased Run Process, or $PROCESS$ call
to an external script and pass the values out to the script. That way the
external process will be a separate transaction that will not be rolled back
by the error. Then the script can login to ARS (or your DB) or just log it
to a local file system, or send email.. etc... etc...

Maybe that approach would help?

You still have to throw the error, but you also get to leave behind the
information you want to keep.

--
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request
System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Thu, Aug 6, 2009 at 3:44 PM, LJ Longwing wrote:
> **
> ARS 7.1 Patch 6
>
> Here is the situation...I'm wondering if it's possible, but don't 
> think it is.
>
> I have some transaction that causes an error to occur.  I want to be 
> able to capture that Error in a record in the system, but roll back the
transaction.
>
> If I build an error handler that performs the set/push field to 
> capture the data, but don't throw an error, the error is considered 
> 'handled', and Remedy continues on it's merry wayis there a way to 
> get an error, capture it in a record, but not continue without throwing
that error?


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Re: ardbc connectivity with iDashboards

[Pierson, Shawn]

If your concern is just that the ODBC connection needs to be read only, why not 
just create a new SQL Server account and give them select only access?  
Otherwise, there is always the Remedy ODBC driver, but I've never really had 
that much luck with it.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Reiser, John J
Sent: Friday, August 07, 2009 8:29 AM
To: arslist@ARSLIST.ORG
Subject: ardbc connectivity with iDashboards

Hello Listers,

ARS 7.1 Patch4
MS SQL 2005 (Remote)
MS Server 2003 Ent (VM)

First, thanks for the WSDL help. We are able to retrieve data from a
form.

One part of the project is utilizing a product called iDashboards.  The
developer needs to make an ODBC connection to the DB. I do not care for
the idea of a remote application connecting directly to the SQL Server
table. I would rather the connection be through the API and ARDBC so
that the link will be read only.

Is this a good idea or should I just let the application query the
backend DB directly?
Thanks,
---
John J. Reiser
Senior Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased
by me

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Re: Checking $USER$

[Kemes, Lisa]

It is, which is why it's so weird that this is not working.

I've decided to just do a check to see if the user has an AR account and this 
is working a lot better.  (if it is uppercase, that means the user came in with 
a guest account)


Lisa




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tanner, Doug
Sent: Friday, August 07, 2009 7:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Checking $USER$

**
Is your database case insensitive?
Doug

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Thursday, August 06, 2009 8:48 AM
To: arslist@ARSLIST.ORG
Subject: FW: Checking $USER$

**

I need to know if the $USER$ is in upper or lower case, so in my Active Link I 
put in the Run If field:

$USER$ LIKE "[A-Z]%"

But my actions run no matter if the $USER$ is in lower case or upper case(I 
only want it to run if the User is in uppercase)

Not sure why this is doing this...

Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com



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Re: Checking $USER$

[Frank Caruso]

If they do not have an account and you allow guest loggins then the
$GROUP$ will be NULL for that user.

On Fri, Aug 7, 2009 at 4:56 PM, Kemes,
Lisa wrote:
> **
> It is, which is why it's so weird that this is not working.
>
> I've decided to just do a check to see if the user has an AR account and
> this is working a lot better.  (if it is uppercase, that means the user came
> in with a guest account)
>
>
> Lisa
>
>
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Tanner, Doug
> Sent: Friday, August 07, 2009 7:29 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Checking $USER$
>
> **
>
> Is your database case insensitive?
>
> Doug
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
> Sent: Thursday, August 06, 2009 8:48 AM
> To: arslist@ARSLIST.ORG
> Subject: FW: Checking $USER$
>
>
>
> **
>
>
>
> I need to know if the $USER$ is in upper or lower case, so in my Active Link
> I put in the Run If field:
>
>
>
> $USER$ LIKE "[A-Z]%"
>
>
>
> But my actions run no matter if the $USER$ is in lower case or upper
> case….(I only want it to run if the User is in uppercase)
>
>
>
> Not sure why this is doing this...
>
>
>
> Lisa Kemes
>
> AR System Developer
>
> Tyco Electronics
>
> 717-810-2408 tel
>
> 717-810-2124 fax
>
> lisa.ke...@tycoelectronics.com
>
>
>
>
>
>
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>
> DISCLAIMER Important! This message is intended for the above named person(s)
> only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended
> recipient of this e-mail and have received it in error, please immediately
> notify the sender by return email and then delete it from your mailbox. This
> message may be protected by the attorney-client privilege and/or work
> product doctrine. Accessing, copying, disseminating or re-using any of the
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> any attachments for the presence of viruses, as the sender accepts no
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Re: Using Escalation with form CHG:ChangeInterface_Create

[Charles Baldi]

Christine,
A couple of thoughts for you.  First, you do need a Run If qualification in
the escalation.  Otherwise your action (create a record) will occur for
every record in the form.  This will quickly generate more records that you
want.  What is your criteria for creating the change record?  I suggest that
you create another form that has data indicating your need to create a new
change request.  Your escalation would then run against that form with a Run
If against your create criteria.  Then do your push against
ChangeInterface_Create.  Finally, this form works pretty well out of the
box.  I suspect that there are other mandatory fields that you are not
setting like company, location, requester, etc.

Regards,
Chuck Baldi

On Thu, Aug 6, 2009 at 11:04 PM, Christine wrote:

> I’m trying to use the Escalation process with the form
> CHG:ChangeInterface_Create to create a Change. I’m mostly an admin,
> not a developer. I have not been 100% successful with this. Looking
> for some advice:
>
> I am choosing the CHG:ChangeInterface_Create form. In the escalation I
> have no Run If qualifier.
>
> If I just have a Set Fields action a record successfully gets created
> in the CHG:ChangeInterface_Create form. The value of the Change
> Template Instance ID is being set in the Template ID field. The
> z1D_Action is being set to CREATE. Again, this does create a record in
> the CHG:ChangeInterface_Create form.
>
> It does not however create an actual Change. So I added a subsequent
> Run Process of PERFORM-ACTION-ACTIVE-LINK 4 which from what I can
> discern will run the associated Active Links as if a record was
> submitted manually.
>
> I add this Process; update the Time Criteria to run in about 10
> minutes, save the escalation, turn on the escalation log and wait. The
> escalation comes along with a message of ‘Failed Qualification’. There
> is no Run-If qualification on either the Basic tab or on the Set
> Fields action. I looked at the detail of the Run-If and there are not
> even any spaces in the qualifiers.
>
> I deleted the escalation, recreated with just the Set Fields and
> again, a record will be created in CHG:ChangeInterfaceCreate. I add
> the Run Process of PERFORM-ACTION-ACTIVE-LINK 4 and end up again with
> a message in the escalation log of ‘Failed Qualification’. Again I
> check the Run If fields and the field is blank.
>
> I tried again with first running PERFORM-ACTION-ACTIVE-LINK 32768
> (window open) before the Set Fields and this too ends in Failed
> Qualification.
>
> Do I need a Run If qualifier to use a Run Process such as above? Is
> there one that you would suggest (sorry, I really am mostly an admin).
> Is the Escalation process the incorrect method to achieve an
> automated, scheduled creation of a Change?
>
> Remedy version 7.1.00, patch 002; Change Management 7.0.03, patch
> 007.
>
> Thanks much,
> Christine
>
>
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Remedy Administrator Needed - Columbus, OH

[Jeff Friess]

I have a 6-12 month government contract position in Columbus, OH for a
Remedy Administrator. Candidate will serve as Remedy SME for the group and
must be certified and a US citizen.


. Provide guidance for incorporating Remedy Knowledge Base (RKM)
capabilities and solutions into the current schemas and work flows,
including, but not limited to, recommendations for user types, group
permissions, and how to author and publish solutions. 
. Provide guidance for working with iWave web interface into Remedy 
. Advise concerning enhancements for optimal system performance and customer
support 
. Be available and provide Remedy subject matter expertise to the staff. 

Government rate for the position is pretty low, so I assume someone with 1-2
years of Remedy will be the best fit.

 

If you are interested . contact:

Mary Kay Dawson @   m...@pdd.com


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Re: ardbc connectivity with iDashboards

[Reiser, John J]

Shawn,

That's probably the route we will take. I hope there are no performance
impacts if multiple apps hit the same tables for data. The iDashboards
looks rather intense and I don't know if it caches or constantly updates
with select statement queries.

Thanks,

--- 
John J. Reiser 
Senior Software Development Analyst 
Remedy Administrator/Developer 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Friday, August 07, 2009 9:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: ardbc connectivity with iDashboards

If your concern is just that the ODBC connection needs to be read only,
why not just create a new SQL Server account and give them select only
access?  Otherwise, there is always the Remedy ODBC driver, but I've
never really had that much luck with it.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Reiser, John J
Sent: Friday, August 07, 2009 8:29 AM
To: arslist@ARSLIST.ORG
Subject: ardbc connectivity with iDashboards

Hello Listers,

ARS 7.1 Patch4
MS SQL 2005 (Remote)
MS Server 2003 Ent (VM)

First, thanks for the WSDL help. We are able to retrieve data from a
form.

One part of the project is utilizing a product called iDashboards.  The
developer needs to make an ODBC connection to the DB. I do not care for
the idea of a remote application connecting directly to the SQL Server
table. I would rather the connection be through the API and ARDBC so
that the link will be read only.

Is this a good idea or should I just let the application query the
backend DB directly?
Thanks,
---
John J. Reiser
Senior Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased
by me


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Private and confidential as detailed here:
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access
the link, please e-mail sender.


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results list height

[Opela, Gary L CTR USAF AFMC 72 CS/SCBAH]

I have a user who wants to expand the height of his results list
whenever remedy returns his query. I thought if he dragged the bar down
to expand the results list height that it would retain the new height,
however, whenever he closes his search window and opens a new search
window, then performs a search, the results list is back to six rows
high. I looked through the ar.ini hoping there would be something in
there, but nothing jumped off the page to me.

 

Does anyone know how to do this? I looked under Tools, but couldn't seem
to locate a place to set this.

 

 

Thanks,

 

Gary Opela, Jr.

Sr. Remedy Engineer

Avaya Phone Admin

RSP Cert, Sec+

405 739 7006 x30043

 


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Loadtesting the MidTier

[Opela, Gary L CTR USAF AFMC 72 CS/SCBAH]

I'm resending this because my email messed up the first time and I ended
up without a subject, long story.

Anyways, I'm looking at SilkPerformer for load testing my mid-tier. Has
anyone used silkperformer, or does anyone have any suggestions on
alternatives?


Thanks,

Gary Opela, Jr.
Sr. Remedy Engineer
Avaya Phone Admin
RSP Cert, Sec+
405 739 7006 x30043


-Original Message-
From: Opela, Gary L CTR USAF AFMC 72 CS/SCBAH 
Sent: Wednesday, August 05, 2009 3:02 PM
To: 'arslist@ARSLIST.ORG'
Subject: 

Has anyone had any experience with silkperformer for load testing the
mid tier?

 

 

 

Looking at using MT7.1.

 

 

 

Thanks,

 

Gary Opela, Jr.

Sr. Remedy Engineer

Avaya Phone Admin

RSP Cert, Sec+

405 739 7006 x30043

 

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Re: results list height

[patrick zandi]

I was think'in you could do this in a macro, so I took and exsisting macro
and then started recording, ran the macro, and expanded the bar and saved..
Nasty results  IT blows the aruser tool up !

Note to self: Don't do that!

On Fri, Aug 7, 2009 at 11:57 AM, Opela, Gary L CTR USAF AFMC 72 CS/SCBAH <
gary.opela@tinker.af.mil> wrote:

> **
>
> I have a user who wants to expand the height of his results list whenever
> remedy returns his query. I thought if he dragged the bar down to expand the
> results list height that it would retain the new height, however, whenever
> he closes his search window and opens a new search window, then performs a
> search, the results list is back to six rows high. I looked through the
> ar.ini hoping there would be something in there, but nothing jumped off the
> page to me.
>
>
>
> Does anyone know how to do this? I looked under Tools, but couldn’t seem to
> locate a place to set this.
>
>
>
>
>
> Thanks,
>
>
>
> Gary Opela, Jr.
>
> Sr. Remedy Engineer
>
> Avaya Phone Admin
>
> RSP Cert, Sec+
>
> 405 739 7006 x30043
>
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_




-- 
Patrick Zandi

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Re: results list height

[Reiser, John J]

Gary,

 

Give him a button that performs a Window Open search and set the Open to
"List Only"

 

--- 
John J. Reiser 
Senior Software Development Analyst 
Remedy Administrator/Developer 
Lockheed Martin - MS2 
The star that burns twice as bright burns half as long. 
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Opela, Gary L CTR USAF AFMC 72
CS/SCBAH
Sent: Friday, August 07, 2009 11:58 AM
To: arslist@ARSLIST.ORG
Subject: results list height

 

I have a user who wants to expand the height of his results list
whenever remedy returns his query. I thought if he dragged the bar down
to expand the results list height that it would retain the new height,
however, whenever he closes his search window and opens a new search
window, then performs a search, the results list is back to six rows
high. I looked through the ar.ini hoping there would be something in
there, but nothing jumped off the page to me.

 

Does anyone know how to do this? I looked under Tools, but couldn't seem
to locate a place to set this.

 

 

Thanks,

 

Gary Opela, Jr.

Sr. Remedy Engineer

Avaya Phone Admin

RSP Cert, Sec+

405 739 7006 x30043

 

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_

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Re: Tracing outbound data froma web service.......

[Grooms, Frederick W]

For web services consumed by Remedy the Mid-Tier is not used.  All work is 
performed by the webservice plugin.  Set the Plugin log file to the highest 
level and it will show the xml

Fred

- Original Message -
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sean Harrodine
Sent: Tuesday, August 04, 2009 3:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Tracing outbound data froma web service...

** 
Hi Carey,

I have just checked the mid-tier, and can see in the Config tool / Log Settings 
that the following are all switched on.

reporting / cache / session management / web services / performance / servlet / 
internal

but nothing shows in the logfile, relating to the transaction that i send 
from a test Remedy form, and then grab the error thats coming back from a 3rd 
parties web service.

I have set the Log Level to "Fine" and Log Format set to "Detailed Text" but 
still nothing shows in the log file at all.

Do i need to stop/start the mid-tier ???.

hmmm

- Original Message - 
From: Carey Matthew Black 
To: arslist@ARSLIST.ORG
Sent: Tuesday, 4 August, 2009 16:26:19
Subject: Re: Tracing outbound data froma web service...

Sean,

I think the Mid-tier config settings can log WebService calls. (in
bound and outbound) I think you see the exact XML that came in and
goes out.

-- 
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


- Original Message -
On Tue, Aug 4, 2009 at 8:36 AM, Sean Harrodine wrote:
> **
> Hi everyone,
>
> Is there a way to be able to trace or see outbound data that is going out
> through a web service and if so, could anyone enlighten me how please ?
>
> thanks,
>

Re: Handle the error, but still cancel the transaction

[Thad K Esser]

I see you have it working the way you want, which is great.  From a purely
academic standpoint, I'm curious if  the "Application-Release-Pending" run
process command would have helped at all?  I'm not familiar with the
nuances of using it, but from the help files it seems like a possibility.

Thad Esser
Remedy Developer
"Now... Just where did I put that cheese...?"


|>
| From:  |
|>
  
>--|
  |LJ Longwing   
 |
  
>--|
|>
| To:|
|>
  
>--|
  |arslist@ARSLIST.ORG  
 |
  
>--|
|>
| Date:  |
|>
  
>--|
  |08/07/2009 06:36 AM  
 |
  
>--|
|>
| Subject:   |
|>
  
>--|
  |Re: Handle the error, but still cancel the transaction   
 |
  
>--|
|>
| Sent by:   |
|>
  
>--|
  |"Action Request System discussion list(ARSList)"
 |
  
>--|





That's actually the approach I took.  It's a bit complicated...but Push to
Form 1 causes Push to Form 2 that does a Run Process that pushes back to
Form 1 (yes, it's necessary).  That final push back to Form 1 can cause
errors.  I tried to do an error handler on the filters that fire on modify
of Form 1 to capture the errors and silently log them, but alas, because I
was handling the error silently it wasn't causing a rollback, so Remedy was
trying to update 'Last Mod By' fields on records that weren't created which
was throwing 'entry does not exist' errors back to my script which was
causing a rollback anyway, and my error handling ended up not doing
anything...so I do my error handling in the script that's called in Push 2,
the script causes another 'push' to happen to update the record I need with
the error and it's all working the way I need, so thanks for the suggestion
:)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Thursday, August 06, 2009 7:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Handle the error, but still cancel the transaction

LJ,

There are a few actions that will not be "rolled back". Unfortunately they
are not as trivial to setup as a Push action. :(

I would suggest this approach...

Create a DB table of your own. Keep it simple and focused with just a few
columns.
Message number (integer column) AKA: $FILTER-ERRNO $ ) MessageText (varchar
[or the like] AKA: $FILTER-ERRMSG $ ) MessageTextAppended (varchar [or the
like] AKA: $FILTER-ERRAPPENDMSG $ )

Then I would have the error handler do a non-phased SQL action to insert a
row into the DB table. Last throw the ARS Error to role back the ARS event
as much as it can.

Another approach would be to use a non-phased Run Process, or $PROCESS$
call
to an external script and pass the values out to the script. That way the
external process will be a separate transaction that will not be rolled
back
by the error. Then the script can login to ARS (or your DB) or just log it
to a local file system, or send email.. etc... etc...

Maybe that approach would help?

You

Re: Using Escalation with form CHG:ChangeInterface_Create

[Christine]

Chuck,

Thanks for your reply. My boss wanted to have tasks created
automatically on a scheduled basis for backups, server maint, reports
and other works. Reading here about that type of work it looked like
the CHG:ChangeInterface_Create form was the one to use. As opposed to
keeping one change open and just adding tasks to an open Change.

I now see what you mean about the criteria and the form. I'll create a
form with a date field (ie: Run Time) and status field (values active/
inactive) and enter a series of records with future dates and status
'Active'. Then run the escalation when the current time is greater
than the run time and status is Active. Then have the Escalation run
the process of creating the change and set the status to Inactive.

I thought I had managed to check out the required fields through
manually using the form to create a change. The fields needed to do
that are the ones I am setting. Maybe I missed something; I'll go back
and give it another look.

Thanks again!


On Aug 7, 7:01 am, Charles Baldi  wrote:
> Christine,
> A couple of thoughts for you.  First, you do need a Run If qualification in
> the escalation.  Otherwise your action (create a record) will occur for
> every record in the form.  This will quickly generate more records that you
> want.  What is your criteria for creating the change record?  I suggest that
> you create another form that has data indicating your need to create a new
> change request.  Your escalation would then run against that form with a Run
> If against your create criteria.  Then do your push against
> ChangeInterface_Create.  Finally, this form works pretty well out of the
> box.  I suspect that there are other mandatory fields that you are not
> setting like company, location, requester, etc.
>
> Regards,
> Chuck Baldi
>
> On Thu, Aug 6, 2009 at 11:04 PM, Christine 
> wrote:
>
>
>
>
>
> > I’m trying to use the Escalation process with the form
> > CHG:ChangeInterface_Create to create a Change. I’m mostly an admin,
> > not a developer. I have not been 100% successful with this. Looking
> > for some advice:
>
> > I am choosing the CHG:ChangeInterface_Create form. In the escalation I
> > have no Run If qualifier.
>
> > If I just have a Set Fields action a record successfully gets created
> > in the CHG:ChangeInterface_Create form. The value of the Change
> > Template Instance ID is being set in the Template ID field. The
> > z1D_Action is being set to CREATE. Again, this does create a record in
> > the CHG:ChangeInterface_Create form.
>
> > It does not however create an actual Change. So I added a subsequent
> > Run Process of PERFORM-ACTION-ACTIVE-LINK 4 which from what I can
> > discern will run the associated Active Links as if a record was
> > submitted manually.
>
> > I add this Process; update the Time Criteria to run in about 10
> > minutes, save the escalation, turn on the escalation log and wait. The
> > escalation comes along with a message of ‘Failed Qualification’. There
> > is no Run-If qualification on either the Basic tab or on the Set
> > Fields action. I looked at the detail of the Run-If and there are not
> > even any spaces in the qualifiers.
>
> > I deleted the escalation, recreated with just the Set Fields and
> > again, a record will be created in CHG:ChangeInterfaceCreate. I add
> > the Run Process of PERFORM-ACTION-ACTIVE-LINK 4 and end up again with
> > a message in the escalation log of ‘Failed Qualification’. Again I
> > check the Run If fields and the field is blank.
>
> > I tried again with first running PERFORM-ACTION-ACTIVE-LINK 32768
> > (window open) before the Set Fields and this too ends in Failed
> > Qualification.
>
> > Do I need a Run If qualifier to use a Run Process such as above? Is
> > there one that you would suggest (sorry, I really am mostly an admin).
> > Is the Escalation process the incorrect method to achieve an
> > automated, scheduled creation of a Change?
>
> > Remedy version 7.1.00, patch 002; Change Management 7.0.03, patch
> > 007.
>
> > Thanks much,
> > Christine
>
> > ___­
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> - Show quoted text -

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Re: Handle the error, but still cancel the transaction

[LJ Longwing]

I'm not sure...maybe someone with a bit more background in Remedy's DB
workings would be able to answer that one.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Thad K Esser
Sent: Friday, August 07, 2009 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Handle the error, but still cancel the transaction

I see you have it working the way you want, which is great.  From a purely
academic standpoint, I'm curious if  the "Application-Release-Pending" run
process command would have helped at all?  I'm not familiar with the nuances
of using it, but from the help files it seems like a possibility.

Thad Esser
Remedy Developer
"Now... Just where did I put that cheese...?"


|>
| From:  |
|>
 
>---
---|
  |LJ Longwing 
|
 
>---
---|
|>
| To:|
|>
 
>---
---|
  |arslist@ARSLIST.ORG
|
 
>---
---|
|>
| Date:  |
|>
 
>---
---|
  |08/07/2009 06:36 AM
|
 
>---
---|
|>
| Subject:   |
|>
 
>---
---|
  |Re: Handle the error, but still cancel the transaction
|
 
>---
---|
|>
| Sent by:   |
|>
 
>---
---|
  |"Action Request System discussion list(ARSList)" 
|
 
>---
---|





That's actually the approach I took.  It's a bit complicated...but Push to
Form 1 causes Push to Form 2 that does a Run Process that pushes back to
Form 1 (yes, it's necessary).  That final push back to Form 1 can cause
errors.  I tried to do an error handler on the filters that fire on modify
of Form 1 to capture the errors and silently log them, but alas, because I
was handling the error silently it wasn't causing a rollback, so Remedy was
trying to update 'Last Mod By' fields on records that weren't created which
was throwing 'entry does not exist' errors back to my script which was
causing a rollback anyway, and my error handling ended up not doing
anything...so I do my error handling in the script that's called in Push 2,
the script causes another 'push' to happen to update the record I need with
the error and it's all working the way I need, so thanks for the suggestion
:)

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Thursday, August 06, 2009 7:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Handle the error, but still cancel the transaction

LJ,

There are a few actions that will not be "rolled back". Unfortunately they
are not as trivial to setup as a Push action. :(

I would suggest this approach...

Create a DB table of your own. Keep it simple and focused with just a few
columns.
Message number (integer column) AKA: $FILTER-ERRNO $ ) MessageText (varchar
[or the like] AKA: $FILTER-ERRMSG $ ) MessageTextAppended (varchar [or the
like] AKA: $FILTER-ERRAPPENDMSG $ )

Then I would have the error handler do a non-phased SQL action to insert a
row into the DB table. Last throw the ARS Error to role back the ARS event
as much as it can.

Another approach would be to use a non-phased Run Process, or $PROCESS$ call
to an external script and pass the values out to the script. That way the
external process will be a separate transaction that will not be rolled back
by the error. Then the script can login to ARS (or your DB) or just log it
to a local file system, or send email.. etc... etc...

Maybe that approach would help?

You still have to throw the error, but you also get to leave behind the
information you want to keep.

--
Carey Matthew Black
BMC Remedy AR System Skilled Pro

Re: Loadtesting the MidTier

[Easter, David]

Just as an FYI, BMC uses Silk Performer for its load testing of the Mid-Tier.  
There's a note in the Sizing and Capacity white paper about what BMC uses:
 
15-Oct-2006 (White Paper) Sizing and Capacity Planning for BMC Remedy IT 
Service Management 7.0 and BMC Atrium CMDB 2.0 PDF 
 
" Load testing of online users was done with two toolsets: SilkPerformer from 
Segue, and Scapa Test from Scapa Technologies Limited. Both companies have 
collaborated with BMC to provide specific functionality to allow more effective 
driving of the BMC Remedy based product set. Silk Performer allows users to 
simulate web-based users using AR server mid-tier. The midtier is driven 
through a higher level of abstraction than http, called the backchannel APIs of 
the mid-tier. Using this technology allowed BMC to create load testing scripts 
that are more concise than those that replay pure HTTP."

 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

 -Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Opela, Gary L CTR USAF AFMC 72 
CS/SCBAH
Sent: Friday, August 07, 2009 9:01 AM
To: arslist@ARSLIST.ORG
Subject: Loadtesting the MidTier

I'm resending this because my email messed up the first time and I ended
up without a subject, long story.

Anyways, I'm looking at SilkPerformer for load testing my mid-tier. Has
anyone used silkperformer, or does anyone have any suggestions on
alternatives?


Thanks,

Gary Opela, Jr.
Sr. Remedy Engineer
Avaya Phone Admin
RSP Cert, Sec+
405 739 7006 x30043


-Original Message-
From: Opela, Gary L CTR USAF AFMC 72 CS/SCBAH 
Sent: Wednesday, August 05, 2009 3:02 PM
To: 'arslist@ARSLIST.ORG'
Subject: 

Has anyone had any experience with silkperformer for load testing the
mid tier?

 

 

 

Looking at using MT7.1.

 

 

 

Thanks,

 

Gary Opela, Jr.

Sr. Remedy Engineer

Avaya Phone Admin

RSP Cert, Sec+

405 739 7006 x30043

 

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Re: Checking $USER$

[Joe DeSouza]

Lisa,

The list seems to be terribly slow these days so I took the liberty to CC you 
my response..

Did you check the permissions on the Active Link?

Are you trying this on the thick or the thin client? Did you flush the Mid-Tier 
cache if you are trying the thin client?

I am assuming your user names are not mixed case with no exceptions??? You 
either have all upper or all lower? Try this if you still haven't managed to 
get the approach you tried to work..

Set a temporary field say ztmpLoginName to UPPER($USER$) and then compare it in 
another Active Link to the actual value of $USER$.. if the value is equal, then 
your login name is all Upper.. if it is not equal then its all lower.. This 
however will fail if you have Mixed case login names..

Cheers

Joe




From: Frank Caruso 
To: arslist@ARSLIST.ORG
Sent: Friday, August 7, 2009 9:58:16 AM
Subject: Re: Checking $USER$

If they do not have an account and you allow guest loggins then the $GROUP$ 
will be NULL for that user.

On Fri, Aug 7, 2009 at 4:56 PM, Kemes,
Lisa wrote:
> **
> It is, which is why it's so weird that this is not working.
>
> I've decided to just do a check to see if the user has an AR account and
> this is working a lot better.  (if it is uppercase, that means the user came
> in with a guest account)
>
>
> Lisa
>
>
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Tanner, Doug
> Sent: Friday, August 07, 2009 7:29 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Checking $USER$
>
> **
>
> Is your database case insensitive?
>
> Doug
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
> Sent: Thursday, August 06, 2009 8:48 AM
> To: arslist@ARSLIST.ORG
> Subject: FW: Checking $USER$
>
>
>
> **
>
>
>
> I need to know if the $USER$ is in upper or lower case, so in my Active Link
> I put in the Run If field:
>
>
>
> $USER$ LIKE "[A-Z]%"
>
>
>
> But my actions run no matter if the $USER$ is in lower case or upper
> case….(I only want it to run if the User is in uppercase)
>
>
>
> Not sure why this is doing this...
>
>
>
> Lisa Kemes
>
> AR System Developer
>
> Tyco Electronics
>
> 717-810-2408 tel
>
> 717-810-2124 fax
>
> lisa.ke...@tycoelectronics.com




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Re: Encouraging Float License Users to Log Off When Inactive

[Robert Halstead]

I think that is what we're trying to implement by separating the groups by
license instead of group name.  If they have a floating license, the license
nazi takes in and no auto-refresh for you!  If they have a read or fixed, do
the happy dance cause you have auto-refresh.  Hopefully, this will allow us
to more accurately trend license usage as more and more people are hired by
our company.

On Thu, Aug 6, 2009 at 8:04 PM, Pat Zandi  wrote:

> ** It would be nice if it was attached to a group as well.. Like
> auto-refresh. Good people go in this group, otherwise nope.  Then if Joe is
> doing bad things you just remove the group and next refresh he is shutdown.
>
> Sent from my iPhone
>
> On Aug 6, 2009, at 3:45 PM, "Shellman, David" <
> dave.shell...@tycoelectronics.com> wrote:
>
> ** Todd,
>
> There is one item that is often overlooked or forgotten about.  Use of
> Auto-Refresh caused us issues with floating licenses for many years.  They
> would turn on Auto-Refresh and leave the client open for days on end.  Since
> the Floating Write license timer is tied to searches this caused the
> floating license to be locked to an individual.  Folks even had it buried
> within macros.  Best thing you can do is open forms and disable Auto-Refresh
> on the views.  We then went on an active campaign to identify folks that
> were showing with a recent Last Access that didn't make sense like the folks
> that worked days that were consistently showing up in the middle of the
> night.
>
> Once we deactivated Auto-Refresh and cleared out the macros, we didn't have
> to purchase floating licenses for three years.
>
> Dave
>  --
>  *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Arner, Todd
> *Sent:* Tuesday, August 04, 2009 11:26 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Encouraging Float License Users to Log Off When Inactive
>
> **
>
> Hello Everyone,
> We are currently experiencing an issue with our float license users not
> logging out when they are inactive in Remedy.  Needless to say this is
> holding a float license open for an hour that other users could have been
> using it.  My question is, have you found an effective way to encourage your
> users to log off when inactive?  We have sent emails which helps for about a
> day but then they forget again.  Thanks in advance for any suggestions you
> may have.
>
> Todd Arner
> Great Lakes
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
> Answers Are"_
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>



-- 
"A fool acts, regardless; knowing well that he is wrong. The ignoramus acts
on only what he knows, but all that he knows.
The ignoramus may be saved, but the fool knows that he is doomed."

Bob Halstead

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Re: How to verify if apache and tomcat are running?

[Robert Halstead]

One way to tell if apache or tomcat is running from outside the box would be
to telnet to port 80 or whatever port apache/tomcat is running on.  If you
get a handshake and prompt, then it's running.

On Thu, Aug 6, 2009 at 11:03 PM, Frank Caruso wrote:

> When the Midtier installs it appends lines to the end of the
> httpd.conf file. Those lines tell it were to find the jk_mod module.
> Is it possible you have a corrupt version of that file? How was the
> jk_mod file built?
>
> On Fri, Aug 7, 2009 at 3:18 AM, Kaye
> Bernales wrote:
> > **
> > Thanks!
> >
> > One more thing, while looking at logs (mid-tier installation) we found
> the
> > warnings regarding a syntax error on http.conf.  We tried to start apache
> > and ran the command apachectl start.  We got the error:
> >
> > httpd: Syntax error on line 409 of
> > /opt2/mweb/server/apache2/conf/httpd.conf: API module structure
> 'jk_module'
> > in file /opt2/bmc/apache2/modules/mod_jk.so is garbled - expected
> signature
> > 41503232 but saw 41503230 - perhaps this is not an Apache module DSO, or
> was
> > compiled for a different Apache version?
> >
> > Any idea how we can fix it? :)
> >
> >
> >
> > Thanks!
> > Kaye
> >
> > 
> > From: Action Request System discussion list(ARSList)
> > [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
> > Sent: Friday, 7 August 2009 7:20 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: How to verify if apache and tomcat are running?
> >
> > **
> >
> > The fact that you’re getting that error means that Apache is up and
> > running.  If Apache were down, your web browser would essentially tell
> you
> > that it can’t connect to the server or can’t display the page (in the
> case
> > of IE).  This error means that Apache is trying to pass the request on to
> > the Tomcat server and is failing.  It may be that Tomcat is down.
> >
> >
> >
> > I usually verify that they are running by checking for the processes
> using
> > the ps command.  A quick easy way to tell if Apache is up is to look for
> the
> > httpd process by running the following command at the shell prompt:
> >
> >
> >
> > ps –ef | grep httpd
> >
> >
> >
> > If Apache is running, you should see multiple lines returned similar to
> > this:
> >
> >
> >
> > root 23773 1  0 Jul31 ?00:00:00 /opt/apache/bin/httpd -k
> > start
> >
> > nobody6509 23773  0 04:15 ?00:00:00 /opt/apache/bin/httpd -k
> > start
> >
> > nobody6510 23773  0 04:15 ?00:00:00 /opt/apache/bin/httpd -k
> > start
> >
> > nobody6511 23773  0 04:15 ?00:00:00 /opt/apache/bin/httpd -k
> > start
> >
> > nobody6512 23773  0 04:15 ?00:00:00 /opt/apache/bin/httpd -k
> > start
> >
> > nobody6513 23773  0 04:15 ?00:00:00 /opt/apache/bin/httpd -k
> > start
> >
> > user 19396 19247  0 17:18 pts/000:00:00 grep httpd
> >
> >
> >
> > Note the line highlighted in red – that’s the process running the grep
> > command.  Ignore that line.
> >
> >
> >
> > If you see no lines returned (or just one that lists the grep command),
> then
> > Apache is not running.  Tomcat is a little more tricky, because it’s a
> Java
> > process.  I check for it by running the following command:
> >
> >
> >
> > ps –ef | grep java
> >
> >
> >
> > You should get back at least one line similar to the following:
> >
> >
> >
> > root 14160 1  0 Jul31 ?00:02:28
> > /usr/java/jdk1.5.0_14/bin/java -Djava.awt.headless=true
> > -Dsun.java2d.fontpath=/usr/java/jdk1.5.0_14/jre/lib/fonts
> > -Djava.util.logging.manager=org.apache.juli.ClassLoaderLogManager
> >
> -Djava.util.logging.config.file=/usr/ar/apache-tomcat-5.5.17/conf/logging.properties
> > -Djava.endorsed.dirs=/usr/ar/apache-tomcat-5.5.17/common/endorsed
> -classpath
> >
> :/usr/ar/apache-tomcat-5.5.17/bin/bootstrap.jar:/usr/ar/apache-tomcat-5.5.17/bin/commons-logging-api.jar
> > -Dcatalina.base=/usr/ar/apache-tomcat-5.5.17
> > -Dcatalina.home=/usr/ar/apache-tomcat-5.5.17
> > -Djava.io.tmpdir=/usr/ar/apache-tomcat-5.5.17/temp
> > org.apache.catalina.startup.Bootstrap start
> >
> >
> >
> > Note the sections highlighted in red.  You can tell by looking at the
> > options listed that this is for Tomcat.  If you don’t see that, then it’s
> > not running.
> >
> >
> >
> > Hope that helps a bit.
> >
> >
> >
> > Lyle
> >
> >
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:arsl...@arslist.org] On Behalf Of Kaye Bernales
> > Sent: Thursday, August 06, 2009 2:44 AM
> > To: arslist@ARSLIST.ORG
> > Subject: How to verify if apache and tomcat are running?
> >
> >
> >
> > **
> >
> > Hi List,
> >
> >
> >
> > We just finished installing mid-tier 7.5 (Used patch 2).  We are trying
> to
> > load the test page as described in doc.  but we got the error 503 Service
> > Temporarily Unavailable.
> >
> >
> >
> > Service Temporarily Unavailable
> >
> > The server is temporarily unable to service your request due to
> maintenance
> > downtime or capacity problems.

Re: How to verify if apache and tomcat are running?

[Grooms, Frederick W]

Since you say it is a Unix box you can always use wget to pull a default page 
for each as a test

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Robert Halstead
Sent: Friday, August 07, 2009 4:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to verify if apache and tomcat are running?

** One way to tell if apache or tomcat is running from outside the box would be 
to telnet to port 80 or whatever port apache/tomcat is running on.  If you get 
a handshake and prompt, then it's running.
On Thu, Aug 6, 2009 at 11:03 PM, Frank Caruso 
mailto:caruso.fr...@gmail.com>> wrote:
When the Midtier installs it appends lines to the end of the
httpd.conf file. Those lines tell it were to find the jk_mod module.
Is it possible you have a corrupt version of that file? How was the
jk_mod file built?

On Fri, Aug 7, 2009 at 3:18 AM, Kaye
Bernalesmailto:kristine.berna...@macquarie.com>>
 wrote:
> **
> Thanks!
>
> One more thing, while looking at logs (mid-tier installation) we found the
> warnings regarding a syntax error on http.conf.  We tried to start apache
> and ran the command apachectl start.  We got the error:
>
> httpd: Syntax error on line 409 of
> /opt2/mweb/server/apache2/conf/httpd.conf: API module structure 'jk_module'
> in file /opt2/bmc/apache2/modules/mod_jk.so is garbled - expected signature
> 41503232 but saw 41503230 - perhaps this is not an Apache module DSO, or was
> compiled for a different Apache version?
>
> Any idea how we can fix it? :)
>
>
>
> Thanks!
> Kaye
>
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Lyle 
> Taylor
> Sent: Friday, 7 August 2009 7:20 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: How to verify if apache and tomcat are running?
>
> **
>
> The fact that you’re getting that error means that Apache is up and
> running.  If Apache were down, your web browser would essentially tell you
> that it can’t connect to the server or can’t display the page (in the case
> of IE).  This error means that Apache is trying to pass the request on to
> the Tomcat server and is failing.  It may be that Tomcat is down.
>
>
>
> I usually verify that they are running by checking for the processes using
> the ps command.  A quick easy way to tell if Apache is up is to look for the
> httpd process by running the following command at the shell prompt:
>
>
>
> ps –ef | grep httpd
>
>
>
> If Apache is running, you should see multiple lines returned similar to
> this:
>
>
>
> root 23773 1  0 Jul31 ?00:00:00 /opt/apache/bin/httpd -k
> start
>
> nobody6509 23773  0 04:15 ?00:00:00 /opt/apache/bin/httpd -k
> start
>
> nobody6510 23773  0 04:15 ?00:00:00 /opt/apache/bin/httpd -k
> start
>
> nobody6511 23773  0 04:15 ?00:00:00 /opt/apache/bin/httpd -k
> start
>
> nobody6512 23773  0 04:15 ?00:00:00 /opt/apache/bin/httpd -k
> start
>
> nobody6513 23773  0 04:15 ?00:00:00 /opt/apache/bin/httpd -k
> start
>
> user 19396 19247  0 17:18 pts/000:00:00 grep httpd
>
>
>
> Note the line highlighted in red – that’s the process running the grep
> command.  Ignore that line.
>
>
>
> If you see no lines returned (or just one that lists the grep command), then
> Apache is not running.  Tomcat is a little more tricky, because it’s a Java
> process.  I check for it by running the following command:
>
>
>
> ps –ef | grep java
>
>
>
> You should get back at least one line similar to the following:
>
> root 14160 1  0 Jul31 ?00:02:28
> /usr/java/jdk1.5.0_14/bin/java -Djava.awt.headless=true
> -Dsun.java2d.fontpath=/usr/java/jdk1.5.0_14/jre/lib/fonts
> -Djava.util.logging.manager=org.apache.juli.ClassLoaderLogManager
> -Djava.util.logging.config.file=/usr/ar/apache-tomcat-5.5.17/conf/logging.properties
> -Djava.endorsed.dirs=/usr/ar/apache-tomcat-5.5.17/common/endorsed -classpath
> :/usr/ar/apache-tomcat-5.5.17/bin/bootstrap.jar:/usr/ar/apache-tomcat-5.5.17/bin/commons-logging-api.jar
> -Dcatalina.base=/usr/ar/apache-tomcat-5.5.17
> -Dcatalina.home=/usr/ar/apache-tomcat-5.5.17
> -Djava.io.tmpdir=/usr/ar/apache-tomcat-5.5.17/temp
> org.apache.catalina.startup.Bootstrap start
>
> Note the sections highlighted in red.  You can tell by looking at the
> options listed that this is for Tomcat.  If you don’t see that, then it’s
> not running.
>
> Hope that helps a bit.
>
> Lyle
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Kaye 
> Bernales
> Sent: Thursday, August 06, 2009 2:44 AM
> To: arslist@ARSLIST.ORG
> Subject: How to verify if apache and tomcat are running?
>
> Hi List,
>
> We just finished installing mid-tier 7.5 (Used patch 2).  We are trying to
> load the test page as described in doc.  but we got the error 503 Service
> Tempora

Respuesta automatica de Ruben Arellano

[Ruben Arellano]

Entre el 01 de Agosto y el 01 de Septiembre estare disfrutando de mi periodo 
vacacional, cualquier requerimiento puedes comunicarte con Raidy Ferres a la 
direccion de correo: raidy.fer...@djcs.com.ve o por los telefonos 
+58-212-7622997   /  0416-9045511

Este mensaje no esta siendo reenviado

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